Microsoft Dynamics Integration

The integration of Microsoft Dynamics with ServiceNow gives real-time visibility to the support and sales team into each other’s work and priorities. With this kind of visibility, the coordination between the teams become easier, customer issues are resolved faster, and customer communication becomes seamless.

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Microsoft Dynamics – ServiceNow Integration Overview

In an Application Lifecycle Management (ALM) ecosystem, the choice of systems, and the collaboration between the cross-functional teams play a great role in delivering quality solutions. While the choice of systems impacts the productivity of a team, cross-functional collaboration enhances seamless communication between teams to make better decisions, faster.

By integrating Microsoft Dynamics & ServiceNow, enterprises can diminish collaboration barriers between their customer-facing teams. It helps in keeping customer priorities clearer, makes communication with the customers seamless, and reduces the customer issues resolution time.

How Microsoft Dynamics – ServiceNow integration is beneficial for an enterprise

  • Real-time access to customer issues and priorities
  • Communication on the workitems from the native systems itself
  • Real-time updates when a customer issue is resolved

How OpsHub Integration Manager integrates Microsoft Dynamics and ServiceNow

OpsHub Integration Manager integrates Microsoft Dynamics and ServiceNow bi-directionally. It ensures that all data is available to each user, in that user’s preferred system, with full context, in real-time. All entities between from Microsoft Dynamics and ServiceNow synchronize with each other. Customer priorities, value, and other details available in Microsoft Dynamics are also visible in the customer account in ServiceNow.

Popularly synchronized entities between Microsoft Dynamics and ServiceNow

Microsoft Dynamics ServiceNow Entites Mapping

Use Case: Microsoft Dynamics integrate with ServiceNow

Problem statement: The support team has no visibility into the new accounts created by the sales team; therefore, they are not sure which customer accounts are eligible for support.

Solution: If the support system is linked with Microsoft Dynamics – the sales system, both teams will have visibility into any new customer accounts created by the sales team.

  1. Sales team creates an account for a new customer in Microsoft Dynamics and enables a flag to mark that customer is entitled for support.
  2. The new account syncs to ServiceNow and authorizes the associated profiles to create tickets.
  3. When the customer creates a new incident in ServiceNow, OpsHub Integration Manager automatically links the ticket to the company account in ServiceNow. The ticket also syncs to Microsoft Dynamics as a ‘case’.
  4. Sales team adds a comment to the case notifying the support team that this is a critical incident.
  5. The support team changes the status of the ticket to ‘active’ and starts work on it immediately.
Microsoft Dynamics ServiceNow Integration

Benefits of integration for Microsoft Dynamics and ServiceNow

Microsoft Dynamics users

  • Real-time access to the status of customer tickets and conversations between support team & customers
  • No manual efforts needed to keep support team updated on new customer accounts added & priorities/value of each customer account

ServiceNow users

  • Access to the customer account, priorities contacts from within ServiceNow
  • No manual efforts needed to keep sales team in loop for customer issues

Check Microsoft Dynamics integration with other systems

Microsoft Dynamics

The integration of Microsoft Dynamics with Salesforce gives real-time visibility to the support and sales teams into each other’s work and priorities. With this kind of visibility, the coordination between the teams become easier, customer issues are resolved faster, and customer communication becomes seamless.

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Microsoft Dynamics – Salesforce Integration Overview

In an Application Lifecycle Management (ALM) ecosystem, the choice of systems and the collaboration between the cross-functional teams play a great role in delivering quality solutions. While the choice of systems impacts the productivity of a team, cross-functional collaboration enhances seamless communication between teams to take better decisions, faster.

By integrating Microsoft Dynamics & Salesforce, enterprises can diminish collaboration barriers between their customer-facing teams. It helps in keeping customer priorities clearer, makes communication with the customers seamless, and reduces the customer issues resolution time.

How Microsoft Dynamics – Salesforce integration is beneficial for an enterprise

  • Real-time access to customer issues and priorities
  • Communication on the workitems from the native systems itself
  • Real-time updates when a customer issue is resolved

How OpsHub Integration Manager integrates Microsoft Dynamics and Salesforce

OpsHub Integration Manager integrates Microsoft Dynamics and Salesforce bi-directionally. It ensures that all data is available to each user, in that user’s preferred system, with full context, in real-time. All ‘tickets’ from Microsoft Dynamics automatically synchronize to Salesforce and all the entities and details associated with the ‘tickets’ synchronize back to Salesforce. Customer priorities, value, and other details available in Salesforce are also visible in the customer account in Microsoft Dynamics.

Popularly synchronized entities between Microsoft Dynamics and Salesforce

Microsoft Dynamics Salesforce Entities Mapping

Use Case: Microsoft Dynamics integration with Salesforce

Problem statement: The support team is unable to prioritize the tickets from different customers. As they don’t understand the priorities of the tickets, they end up taking up the least important tickets first and the most important tickets at the end.

Solution: If Microsoft Dynamics and Salesforce are integrated, the support team will have visibility into the order in which the customer tickets need to be prioritized.

  1. Sales team creates an account for a new customer in Salesforce and flags the account to suggest that the customer is entitled for support.
  2. The account gets synced to Microsoft Dynamics and customers associated with this account are authorized to raise tickets on Salesforce.
  3. OpsHub Integration Manager also synchronizes this ticket to Salesforce as a ‘case’ and links it to the corresponding account.
  4. Sales team adds a comment to the ‘case’ in Salesforce suggesting the support team to consider this ticket as ‘critical’.
  5. The comment gets synced to Microsoft Dynamics as ‘notes’, which are hidden from the customer.
  6. The support team, then, takes this ticket on priority, and changes status of the ticket to ‘active. The status of the ‘case’ automatically gets updated as ‘in-progress’ in Salesforce.
Microsoft Dynamics Salesforce Integration

Benefits of integration for Microsoft Dynamics and Salesforce

Microsoft Dynamics users

  • Access to the customer account, priorities contacts from within Microsoft Dynamics
  • No manual efforts needed to keep sales team in loop for customer issues

Salesforce users

  • No manual efforts needed to keep support team updated on new customer accounts added & priorities/value of each customer account
  • Real-time access to the status of customer tickets and conversations between support team & customers

Check Microsoft Dynamics integration with other systems

Integrating Microsoft Dynamics with other systems in the Application Lifecycle Management (ALM) ecosystem helps enterprises speed up customer issues resolution times and align business and development teams to focus on common goals.

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Microsoft Dynamics – Rally Software Integration Overview

In an Application Lifecycle Management (ALM) ecosystem, the choice of systems, and the collaboration between the cross-functional teams play a great role in delivering quality solutions. While the choice of systems impacts the productivity of a team, cross-functional collaboration enhances seamless communication between teams to make better decisions, faster decisions.

By integrating Microsoft Dynamics with Rally Software, enterprises can diminish the collaboration barriers between development and operations teams.

How Microsoft Dynamics – Rally Software integration is beneficial for an enterprise

  • Real-time access to customer issues and priorities
  • Communication on the workitems from the native systems itself
  • Real-time updates when a customer issue is resolved

How OpsHub Integration Manager integrates Microsoft Dynamics and Rally Software

OpsHub Integration Manager integrates Microsoft Dynamics and Rally Software bi-directionally. OpsHub Integration Manager integrates Rally Software and ServiceNow bi-directionally. It ensures that all historical and current data is available to each user, in that user’s preferred system, with full context, in real-time. All ‘tickets’ from Microsoft Dynamics automatically synchronize to Rally Software and all the entities and details associated with the ‘tickets’ synchronize back to Rally Software.

Popularly synchronized entities between Microsoft Dynamics and Rally Software

Microsoft Dynamics Agile Central Entities Mapping

Use Case: Microsoft Dynamics integration with Rally Software

Problem statement: Service team raises an issue highlighted by the client to the backend team via email. Someone in the backend team resolves the issue but forgets to inform the service team that the highlighted issue has been resolved. As the client doesn’t get an update about the highlighted issue in the time agreed on the SLA, the client escalates this problem.

Solution: The issue got escalated because the service team and the backend operations team failed to exchange the requisite information in time and pass it on to the client. This communication gap can be resolved by introducing an effective integration solution.

  1. A customer faces an issue in resetting the password of a user and logs an ‘Incident’ ticket in Microsoft Dynamics.
  2. A support representative analyzes the issue, marks it as a ‘Problem’ and sends it to the development team which is using Rally Software.
  3. OpsHub Integration Manager propagates the problem as a ‘Defect’ in Rally Software with all the details provided the support representative.
  4. The backend team examines the defect, resolves it, and updates its status as ‘Fixed’.
  5. OpsHub Integration Manager communicates the change in the status of the ‘Defect’ to Microsoft Dynamics. The status of the ‘Incident’ in Microsoft Dynamics also changes to ‘Resolved’.
Microsoft Dynamics Rally Software Integration

Benefits of integration for Microsoft Dynamics and Rally Software

Microsoft Dynamics users

  • Access to the business requirements and associated updates from within Microsoft Dynamics
  • Easy to categorize and transfer customer tickets to Rally Software
  • No manual efforts needed to keep backend teams updated on customer issues and priorities

Rally Software users

  • Traceability for requirements/features throughout the ALM tool chain
  • Visibility into customer issues and priorities
  • No dependency on manual communication for making decisions

Check Microsoft Dynamics integration with other systems